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Exam Code:	Service-Cloud-Consultant
Exam Name:	Salesforce Certified Service cloud consultant
Certification Provider:	Salesforce
Free Question Number:	128
Version:	v2022-03-16
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# of views:	4068
# of Questions views:	168019
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Joyce - Nov 22, 2024

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OC - Apr 10, 2024

No.# A,B,C

OC - Apr 09, 2024

No.# it is AB

Sky - Jan 20, 2024

No.# A web-to-case question is a solution that can automate the use of suggested articles to deflect customer's interaction with a support agent while still providing relevant answers to the customer. It allows customers to submit cases from a company's website and receive suggested articles based on their question before submitting the case.

Ignacio - Aug 23, 2023

No.# b and d

Ignacio - Aug 22, 2023

No.# The correct answers are:

A. Number of cases by type by owner
C. Number of cases in each status

Explanation:

A. Number of cases by type by owner: This metric will show the number of cases of each type that have been assigned to each agent (owner). This directly relates to the assignment rules and can help determine if the rules are distributing cases evenly.

C. Number of cases in each status: This metric will show how many cases are in each status (e.g., New, In Progress, Closed) and can indicate how quickly agents are handling cases. It can provide insight into whether agents are overloaded with cases or if there is an uneven distribution of workload.

Ignacio - Aug 22, 2023

No.# To analyze the goal of reducing the number of escalated cases for the contact center, the most relevant metric would be:

A. Percent of cases closed on first contact

Reducing the number of escalated cases often involves resolving issues quickly and efficiently. If cases are closed on the first contact, it indicates that the support agents are able to address the customer's needs without the need for escalation to higher-level support or management. This metric directly reflects the effectiveness of the support team in addressing customer issues without escalation

zhang - Jul 31, 2023

No.# i think D is right

Ted - Jul 29, 2023

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Lewis - Apr 22, 2023

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SC - Mar 01, 2023

No.# Should be A,B,C

SC - Mar 01, 2023

No.# Should be Activate quick text ,, not test

SC - Mar 01, 2023

No.# B is correct

Murphy - Feb 25, 2023

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Someone - Dec 19, 2022

No.# The answer should be C: https://sparkybit.com/blog/post/2020-03-25-preparation-for-service-cloud-consultant-certification

Annabelle - Dec 08, 2022

No.# Answer is A

Cora - Nov 26, 2022

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Mirabelle - Nov 25, 2022

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NV - Nov 18, 2022

No.# Crct Ans: B

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